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How Artificial Intelligence is Changing HR in retail and hospitality

Posted on March 10, 2024

Are you embarking on a journey to understand how Artificial Intelligence (AI) can reshape the HR landscape in retail and hospitality? You’re in the right place! Let’s delve into AI’s pivotal role in enhancing HR processes, ensuring a harmonious blend of technology and human touch.

Over the past year, AI has become a focal point of discussions, with HR functions spearheading the transformative wave. According to Leapsome, 90% of HR managers regularly harness AI’s capabilities, showcasing its growing importance.

Gartner’s insights reveal that 81% of Chief HR Officers have explored AI solutions to boost efficiency, streamline processes, and catalyze operations.

The question remains: How do we preserve the human touch amidst this technological revolution?

Innovating Company Culture: A Challenge for HR

At the heart of any transformation lies company culture.

Mission, vision, values, and people contribute to your brand’s uniqueness. If innovation and adaptability are important to your culture, navigating this transformation becomes more straightforward. Yet, considerations must extend to everyone, acknowledging their attitudes toward change and innovation.

AI often sparks concerns about losing the human touch, with phrases like “AI will steal our jobs” echoing.

While the future remains uncertain, adopting a positive perspective is essential.

As Bill Gates has stated, AI won’t replace workers; instead, it will help them acquire new skills and unleash their potential by providing quicker access to resources, information, and solutions. Rather than a ruthless competitor stealing jobs, AI should be viewed as a formidable aid—a virtual and personal assistant available to each worker.

HR and AI: Fostering a Successful Partnership

One of the primary challenges for HR functions is facilitating the relationship between personnel and AI.

While this isn’t solely HR’s responsibility, it often falls on this department to initiate listening, communication, engagement, training, and personnel development activities.

HR must embrace AI, harmonizing personnel’s abilities with those of technology.

Balancing the enhancement of talent, creativity, and professionalism with the speed and efficiency AI offers is crucial.

This balance is even more critical when dealing with customer-facing employees, as qualities like empathy, logical reasoning, and critical thinking cannot be replaced by machines—at least not yet.

The Positive Synergy of AI and Frontline Employees

HR faces the challenge of facilitating a seamless relationship between frontline employees and AI.

While not exclusively HR’s responsibility, this department often initiates listening, communication, and personnel development activities. HR must adeptly embrace AI and harmonize the capabilities of its workforce with technology.

artificial intelligence HR

HR and AI: An Incredibly Powerful Relationship

Like its technological predecessors, AI is an opportunity—an extension of our capabilities.

When used consciously, it can lead to immense benefits for both companies and employees. Even frontline people, often overlooked, stand to gain significantly. Why should companies strategically embrace this technology, especially in personnel management?

The evolving landscape of AI will significantly influence how companies hire, develop, and derive value from their frontline or customer-facing teams. According to Gartner newsroom, “HR Leaders Are Changing Their Organization’s Performance Management System“, 76% of HR professionals recognize the importance of adopting and implementing AI solutions in the next 12-24 months.

HR and AI: Leveraging the Synergy

AI is set to penetrate various HR domains, aiming to improve efficiency (63%), enrich employee experiences (52%), reduce costs (37%), and support team training and development (28%), according to Gartner interviews with HR leaders.

Specific Areas of Application:

  1. Recruitment: AI streamlines CV management, helping HR professionals simplify candidate selection processes.
  2. Onboarding: AI enhances the onboarding process for new hires, making it more efficient, engaging, and accessible.
  3. Learning & Development: AI is significant in employee training and development, offering personalized training models based on individual learning preferences.
  4. Employee Engagement and Retention: In sectors like hospitality, attracting and retaining frontline staff poses a significant challenge. AI positively impacts employee engagement, motivation, and satisfaction, reducing turnover.
  5. Performance: AI-driven chatbots with access to comprehensive information provide real-time responses, eliminating waiting times and enhancing customer satisfaction.

MobieTrain: Revolutionizing the Frontline Employees’ Experience

AI-driven chatbots play a prominent role in an era of innovation and operational efficiency. Enter Mobie, our AI chatbot designed to transform the experience of customer-facing employees. It exemplifies how providing your team with a personal assistant can revolutionize their expertise.

Consider this: How do you share information with your team? How can you ensure they have instant access to crucial knowledge? How do you provide real-time support without burdening retail and restaurant managers?

Mobie, uploading your company content, enables your team to ask questions and access real-time answers without sifting through documents or inconveniencing colleagues.

By accessing Mobie, the AI-powered MobieTrain’s chatbot, you can:

  • Enhance skills and knowledge and provide frontline staff with updated company resources and information (product details, procedures, best practices).
  • Enable instant access to resources and solutions when and how they need them directly from their smartphones.
  • Enhance operational efficiency by simplifying decision-making processes.
  • Increase your teams’ satisfaction and motivation.
  • Reduce operational errors through always-accessible company content.
  • Improve customer experiences by having a well-equipped and knowledgeable team.

Enhancing brand knowledge, reducing decision-making times, and increasing customer management efficiency are just a few benefits of adopting Mobie in your retail or hospitality outlets. Witness firsthand how Mobie can revolutionize efficiency and improve your frontline team’s experience.

The future of HR is undeniably intertwined with that of AI, and MobieTrain can help you embrace this transformation. Discover how to educate, engage, and empower your team by gaining exclusive access to Mobie, your new AI-based chatbot 😉